Technical Support Specialist, Level 2 (Overnight)

Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you'll bring: As a senior member of the Managed Operations Center, the Technical Support Specialist, Level 2 (Overnight) will provide expert-level technical support to managed services clients in a 24/7/365 environment and will be responsible for the following...

• Provides advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients.
• Works in an independent capacity during overnight and weekend shifts, often working in a solo capacity during assigned shifts. Ability to navigate complex technical resolution efforts and utilize an escalation matrix in an effective manner.
• Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards.
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards.
• Mentors and provides training to internal team members regarding Managed Operations Center tools, policies, and incident response best practices.
• Complies with all company policies and procedures.
• Other responsibilities as assigned.

Note: This position is eligible for full remote status for individuals who will work from a home office in state with Managed Solution payroll operations. Individuals located in San Diego county, California, will be required to work as assigned, which may include working onsite from our headquarters; working from a remote home office; or reporting to a client site.

Shift/Availability Requirements: Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs.

Education and Work Experience Requirements:

• An associate’s or bachelor’s degree in computer science or related field, …